Passenger Focus Bus Passenger Satisfaction Survey Fieldwork Quality Report Quarter 4 2010 437958 / December 2010 v2 1 Summary

- Achievement exceeded the target and 3087 interviews were achieved compared with a target of 2,800.

- All 200 shifts were carried out during Quarter 4.

- There were no major incidents affecting fieldwork this Quarter.

- For all demographics, achieved interviews very closely matched the profile as reported in the National Travel Survey.

- During Quarter 4 a total of 85 interviewers worked on the project.

- To limit the number of interviews conducted by each interviewer within a region we endeavour not to allocate more than three shifts in each region to any one interviewer, and this was achieved in seven of the eight regions. However due to unforeseen circumstances towards the end of fieldwork, two shifts had to be re-allocated and one interviewer worked five shifts in the North West region.

- In Quarter 4, 21 shifts (10% of total) were spot-checked.

- Two interviewers were found not to be using the showcards provided. The area managers concerned will discuss the issue with the interviewers and reinforce the need for correct administration of all interviews.

- On one shift the spot-checker could not locate the interviewer.

  - However the interviewer concerned subsequently had interviews confirmed by the validation department.

- No other quality control issues were raised.

- In addition to GfK spot-checks, six unannounced observations of shifts were made by representatives of Passenger Focus.

  - In three visits the interviewers were assessed to be satisfactory, and no issues were raised.
  - Details of comments made on the other three visits are shown in Section 7. 2 Fieldwork Timings

GfK Consumer was commissioned to undertake the Bus Passenger Satisfaction Survey (BPSS) on behalf of Passenger Focus from Quarter 2 of 2010 onwards.

Fieldwork takes place within quarterly time periods, as below.

Table 1: Fieldwork Schedule

| Job No. | Quarter | F/W start | F/W end | |---------|---------|-----------|-----------| | 437919 | 2 | 24/04/10 | 21/05/10 | | 437957 | 3 | 03/07/10 | 30/07/10 | | 437958 | 4 | 30/10/10 | 26/11/10 |

This report deals with fieldwork from the fourth Quarter of 2010. 3 Achievement

Table 2: Achievement for Quarter 4

| | Quarter 2 | Quarter 3 | Quarter 4 | |----------------------|-----------|-----------|-----------| | Target | 2,800 | 2,800 | 2,800 | | Shifts booked | 200 | 200 | 200 | | Shifts achieved | 200 | 200 | 200 | | Shifts not done | 0 | 0 | 0 | | No. of interviews | 3,048 | 3,208 | 3,087 | | achieved | | | | | Annual total | | | 9,343 |

- Achievement exceeded the target and 3087 interviews were achieved compared with a target of 2,800.
- All 200 shifts were carried out during Quarter 4.

3.1 Incidents and Events with Potential Effects on Fieldwork

- There were no major incidents affecting fieldwork this Quarter. 4 Interviews achieved compared with Weights

- BPSS data is weighted against data supplied by Passenger Focus from the National Travel Survey.

- Tables 3 to 6 show achievements against weights for age within gender, frequency of bus travel, journey purpose and Region for Quarter 4.

- For all demographics, achieved interviews very closely matched the profile as reported in the National Travel Survey.

- The final data is also seasonally adjusted in line with the methodology previously used by the Department for Transport.

### Table 3: Age and Gender

| Age | Weights-Male | Achieved-Male | Difference | Weights-Female | Achieved-Female | Difference | |------|--------------|---------------|------------|----------------|----------------|------------| | 16-24| 38.4% | 38.8% | 0.4% | 61.6% | 61.2% | -0.4% | | 25-44| 8.5% | 8.7% | 0.2% | 12.1% | 11.3% | -0.8% | | 45-59| 9.5% | 8.6% | -0.9% | 13.5% | 11.5% | -2.0% | | 60+ | 6.2% | 6.8% | 0.6% | 11.4% | 11.8% | 0.4% |

### Table 4: Frequency of Use

| Frequency of bus use | Weights | Achieved | Difference | |----------------------|---------|----------|------------| | 3-5 days a week | 72.0% | 77.3% | 5.3% | | 1-2 days a week | 16.8% | 17.3% | 0.4% | | 1-2 days a month | 6.2% | 3.1% | -3.1% | | Less often than once a month | 5.0% | 2.3% | -2.7% |

### Table 5: Journey Purpose

| Journey Purpose | Weights | Achieved | Difference | |----------------------------------|---------|----------|------------| | Work | 24.7% | 20.9% | -3.8% | | Education | 8.0% | 7.6% | -0.4% | | Shopping | 33.8% | 37.8% | 4.0% | | Visiting friends/relatives/Leisure| 18.1% | 18.7% | 0.6% | | Personal business | 11.5% | 12.4% | 0.9% | | Other | 4.0% | 2.7% | -1.3% |

### Table 6: Regions

| Region | Weights | Achieved | Difference | |-------------------------|---------|----------|------------| | East Anglia | 8.5% | 6.5% | -1.9% | | East Midlands | 8.4% | 7.9% | -0.5% | | North East | 9.4% | 9.2% | -0.2% | | North West | 19.1% | 21.4% | 2.3% | | South East | 15.9% | 14.5% | -1.4% | | South West | 8.2% | 8.0% | -0.1% | | West Midlands | 14.6% | 16.0% | 1.4% | | Yorkshire & Humberside | 15.9% | 16.4% | 0.5% | 5 Interviewing Team

- GfK employs a stable interviewing team who have been working on the BPSS project for many years. All interviewers are provided with written briefing materials that describe the background to the survey, who to interview, and the questionnaire administration. If there is a significant change to either the survey processes or the questionnaire, Area Managers are responsible for carrying out a telephone briefing of all interviewers in their area who are working on the project, via telephone conference calls.

- All interviewers new to the survey have a one-to-one telephone briefing by their Area manager or one of the deputies before their first shift. They will then be accompanied or spot-checked during their first shift to ensure that processes are being adhered to.

- Additional spot-checks/observations can be arranged at any time if doubts are raised.

- On the job re-training and advice is given on a continuous basis based on the results of spot-checks.

- During Quarter 4 a total of 85 interviewers worked on the project.

- To limit the number of interviews conducted by each interviewer within a region we endeavour not to allocate more than three shifts in each region to any one interviewer, and this was achieved in seven of the eight regions. However due to unforeseen circumstances towards the end of fieldwork, two shifts had to be re-allocated and one interviewer worked five shifts in the North West region. 6 Interviewer Variability and Performance

Tables 9 and 10 show various aspects of the interviewers’ performance. The highlighted cells show the greatest variation from the average. This will be pointed out to the area manager and the relevant interviewers will be monitored to see if a pattern emerges. However variations in demographics could also be partly due to possible variations in the demographics of the shifts worked by those interviewers in terms of the locations and the time of day.

**Table 9: Age and Gender by interviewer**

| Interviewer | Number of Interviews | 16-24 | 25-44 | 45-60 | 60+ | Male | Female | |-------------|----------------------|-------|-------|-------|-----|------|--------| | Total | 3087 | 618 | 618 | 575 | 1276| 1199 | 1888 | | Total | % | 20 | 20 | 19 | 41 | 39 | 61 | | Interviewer | 9038 | 30 | 30 | 17 | 13 | 40 | 40 | | Interviewer | 9668 | 39 | 15 | 10 | 23 | 51 | 33 | | Interviewer | 14465 | 49 | 22 | 16 | 12 | 49 | 27 | | Interviewer | 15005 | 47 | 23 | 15 | 15 | 47 | 36 | | Interviewer | 18909 | 27 | 7 | 15 | 15 | 63 | 30 | | Interviewer | 20000 | 40 | 13 | 33 | 28 | 28 | 43 | | Interviewer | 20021 | 55 | 36 | 16 | 9 | 38 | 47 | | Interviewer | 20039 | 14 | 21 | 14 | 21 | 43 | 29 | | Interviewer | 20056 | 64 | 16 | 14 | 13 | 58 | 42 | | Interviewer | 20585 | 36 | 22 | 22 | 28 | 28 | 47 | | Interviewer | 20699 | 57 | 37 | 16 | 26 | 21 | 35 | | Interviewer | 20799 | 45 | 22 | 11 | 20 | 47 | 36 | | Interviewer | 20989 | 101 | 20 | 27 | 24 | 30 | 41 | | Interviewer | 21041 | 94 | 12 | 16 | 15 | 57 | 35 | | Interviewer | 21057 | 59 | 24 | 25 | 24 | 27 | 46 | | Interviewer | 21096 | 54 | 24 | 26 | 15 | 35 | 48 | | Interviewer | 21097 | 33 | 15 | 21 | 15 | 48 | 39 | | Interviewer | 21121 | 64 | 34 | 23 | 19 | 23 | 59 | | Interviewer | 21671 | 32 | 13 | 16 | 31 | 41 | 41 | | Interviewer | 21727 | 5 | - | - | 20 | 80 | 40 | | Interviewer | 21759 | 28 | 18 | 18 | 18 | 46 | 54 | | Interviewer | 21982 | 20 | 10 | 30 | 30 | 30 | 35 | | Interviewer | 23002 | 37 | 19 | 27 | 30 | 24 | 51 | | Interviewer | 23647 | 20 | 35 | 30 | 15 | 20 | 35 | Table 9: Age and Gender by interviewer (continued)

| Number of Interviews | 16-24 | 25-44 | 45-60 | 60+ | Male | Female | |----------------------|-------|-------|-------|-----|------|--------| | Total Number | 3087 | 618 | 618 | 575 | 1276 | 1199 | 1888 | | Total | | | | | | | | | 24106 | 38 | % | 24 | 26 | 11 | 39 | 26 | 74 | | 24429 | 15 | % | 7 | 27 | 33 | 33 | 33 | 67 | | 24546 | 60 | % | 27 | 17 | 18 | 38 | 55 | 45 | | 24558 | 33 | % | 6 | 39 | 33 | 21 | 33 | 67 | | 25004 | 20 | % | 10 | 20 | 10 | 60 | 45 | 55 | | 27081 | 31 | % | 35 | 32 | 10 | 23 | 65 | 35 | | 27127 | 22 | % | - | 9 | 36 | 55 | 32 | 68 | | 27291 | 20 | % | 25 | 15 | 10 | 50 | 20 | 80 | | 28818 | 61 | % | 25 | 16 | 16 | 43 | 23 | 77 | | 29069 | 23 | % | 9 | 35 | 22 | 35 | 39 | 61 | | 29126 | 37 | % | 8 | 27 | 16 | 49 | 46 | 54 | | 29139 | 33 | % | 42 | 24 | 12 | 21 | 42 | 58 | | 29178 | 28 | % | 29 | 32 | 7 | 32 | 25 | 75 | | 29275 | 14 | % | 36 | 14 | 36 | 14 | 57 | 43 | | 29322 | 46 | % | 22 | 33 | 24 | 22 | 33 | 67 | | 29324 | 22 | % | 5 | 18 | 32 | 45 | 36 | 64 | | 29371 | 39 | % | 21 | 31 | 10 | 38 | 15 | 85 | | 31026 | 34 | % | 6 | 18 | 18 | 59 | 18 | 82 | | 31056 | 46 | % | 15 | 15 | 17 | 52 | 39 | 61 | | 31137 | 53 | % | 9 | 13 | 19 | 58 | 40 | 60 | | 31170 | 20 | % | 25 | 25 | 20 | 30 | 30 | 70 | | 31192 | 57 | % | 28 | 16 | 14 | 42 | 33 | 67 | | 31225 | 49 | % | 31 | 29 | 18 | 22 | 49 | 51 | | 31229 | 20 | % | 35 | 10 | 20 | 35 | 40 | 60 | | 31240 | 56 | % | 14 | 23 | 25 | 38 | 46 | 54 | | 31259 | 53 | % | 6 | 15 | 15 | 64 | 23 | 77 | | 31263 | 57 | % | 19 | 12 | 23 | 46 | 30 | 70 | | 31269 | 26 | % | 27 | 27 | 19 | 27 | 50 | 50 | | 31278 | 52 | % | 23 | 17 | 35 | 25 | 58 | 42 | | 32300 | 54 | % | 33 | 26 | 15 | 26 | 43 | 57 | | 32324 | 37 | % | 24 | 22 | 11 | 43 | 27 | 73 | | 32327 | 23 | % | 13 | 9 | 30 | 48 | 52 | 48 | | 32367 | 40 | % | 13 | 15 | 15 | 58 | 50 | 50 | Table 9: Age and Gender by interviewer (continued)

| Number of Interviews | 16-24 | 25-44 | 45-60 | 60+ | Male | Female | |----------------------|-------|-------|-------|-----|------|--------| | Total Number | 3087 | 618 | 618 | 575 | 1276 | 1199 | 1888 | | Total | % | 20 | 20 | 19 | 41 | 39 | 61 | | 37539 | 39 | % | 10 | 3 | 13 | 74 | 23 | 77 | | 37734 | 34 | % | 18 | 21 | 21 | 41 | 44 | 56 | | 38289 | 45 | % | 31 | 11 | 18 | 40 | 44 | 56 | | 38938 | 11 | % | 36 | 9 | 18 | 36 | 27 | 73 | | 39222 | 46 | % | 9 | 11 | 35 | 46 | 41 | 59 | | 39595 | 15 | % | 7 | 7 | 33 | 53 | 40 | 60 | | 39600 | 10 | % | - | 30 | 20 | 50 | 50 | 50 | | 39698 | 60 | % | 23 | 27 | 10 | 40 | 43 | 57 | | 72124 | 18 | % | 11 | 11 | 28 | 50 | 33 | 67 | | 72161 | 20 | % | 10 | 30 | 10 | 50 | 50 | 50 | | 72781 | 26 | % | 23 | 15 | 12 | 50 | 42 | 58 | | 73059 | 19 | % | 5 | - | 26 | 68 | 37 | 63 | | 74044 | 45 | % | 16 | 9 | 11 | 64 | 27 | 73 | | 74443 | 28 | % | 11 | 18 | 18 | 54 | 14 | 86 | | 74548 | 41 | % | 24 | 15 | 15 | 46 | 51 | 49 | | 74582 | 11 | % | - | 9 | 9 | 82 | 55 | 45 | | 74586 | 36 | % | 22 | 22 | 17 | 39 | 28 | 72 | | 74587 | 17 | % | 41 | 29 | 18 | 12 | 41 | 59 | | 74589 | 40 | % | 33 | 23 | 18 | 28 | 48 | 53 | | 75487 | 39 | % | 18 | 26 | 23 | 33 | 38 | 62 | | 75528 | 28 | % | 4 | 18 | 18 | 61 | 36 | 64 | | 75544 | 30 | % | 30 | 33 | 7 | 30 | 30 | 70 | | 75554 | 29 | % | 10 | 17 | 21 | 52 | 38 | 62 | | 75560 | 6 | % | 33 | 33 | 17 | 17 | 50 | 50 | | 78125 | 57 | % | 7 | 26 | 16 | 51 | 32 | 68 | | 82360 | 31 | % | 23 | 29 | 10 | 39 | 35 | 65 | The tables below show unweighted satisfaction scores by individual interviewers. There is one table for each region showing scores at network level, region level and by interviewer, and each question asked is shown separately. The highlighted cells show the greatest variation from the region average. This will be pointed out to the area manager and the relevant interviewers will be monitored to see if a pattern emerges. However variations in scores could be due to differences between the sample locations worked by those interviewers, and the time of their shifts.

**Table 10: Satisfaction Scores by Interviewer**

| No. of interviews | East Anglia | |-------------------|-------------| | | Total | Region Total | 28818 | 73059 | 74443 | 74548 | 74582 | 74586 | 74587 | 74589 | | **No. of interviews** | 3087 | 202 | 30 | 19 | 28 | 41 | 11 | 36 | 17 | 20 | | Overall Satisfaction | 83 | 82 | 92 | 85 | 81 | 85 | 85 | 69 | 78 | 81 | | Safety at stop | 81 | 78 | 78 | 79 | 86 | 81 | 87 | 66 | 82 | 72 | | Litter at stop | 79 | 77 | 80 | 81 | 87 | 78 | 82 | 67 | 79 | 71 | | Cleanliness at stop | 81 | 78 | 86 | 81 | 86 | 73 | 83 | 68 | 81 | 70 | | Condition at stop | 81 | 77 | 83 | 82 | 85 | 73 | 79 | 68 | 80 | 72 | | Information at stop | 76 | 70 | 82 | 71 | 85 | 57 | 72 | 65 | 65 | 71 | | Facilities at stop | 76 | 73 | 79 | 82 | 83 | 64 | 73 | 64 | 82 | 68 | | Exterior cleanliness | 86 | 81 | 83 | 84 | 83 | 79 | 95 | 72 | 81 | 79 | | Exterior condition | 87 | 82 | 85 | 87 | 86 | 77 | 95 | 70 | 84 | 81 | | Exterior information | 87 | 81 | 87 | 91 | 81 | 74 | 97 | 71 | 81 | 79 | | Interior cleanliness | 82 | 81 | 85 | 87 | 88 | 78 | 87 | 74 | 84 | 77 | | Interior condition | 85 | 83 | 85 | 91 | 86 | 79 | 92 | 76 | 88 | 78 | | Comfort | 84 | 82 | 83 | 86 | 87 | 78 | 88 | 79 | 84 | 81 | | Interior information | 83 | 78 | 75 | 90 | 87 | 74 | 89 | 70 | 74 | 76 | | Time waited | 82 | 78 | 91 | 86 | 79 | 75 | 85 | 70 | 76 | 68 | | Ease of getting on | 90 | 87 | 91 | 85 | 88 | 87 | 95 | 82 | 91 | 87 | | Driver behaviour | 90 | 89 | 94 | 89 | 92 | 90 | 96 | 82 | 89 | 81 | | On-bus safety | 91 | 89 | 93 | 91 | 84 | 92 | 96 | 81 | 95 | 88 | | Journey time | 89 | 87 | 93 | 94 | 84 | 89 | 97 | 76 | 87 | 84 | | Smoothness of ride | 83 | 79 | 83 | 84 | 80 | 81 | 88 | 61 | 83 | 85 | | Ability to get a seat | 92 | 91 | 95 | 97 | 89 | 89 | 97 | 87 | 95 | 86 | | Reliability | 69 | 71 | 78 | 82 | 81 | 59 | 67 | 65 | 75 | 71 | | Value | 83 | 84 | 83 | 93 | 87 | 84 | 100 | 79 | 83 | 74 | Table 10: Satisfaction Scores by Interviewer (continued)

| No. of interviews | Total | Region Total | 20000 | 20039 | 20056 | 200699 | 200799 | 200989 | 21759 | |-------------------|-------|--------------|-------|-------|-------|--------|--------|--------|-------| | Overall Satisfaction | 83 | 86 | 85 | 89 | 84 | 86 | 80 | 88 | 91 | | Safety at stop | 81 | 83 | 86 | 80 | 85 | 81 | 83 | 89 | 72 | | Litter at stop | 79 | 82 | 80 | 75 | 77 | 83 | 84 | 89 | 73 | | Cleanliness at stop | 81 | 83 | 80 | 81 | 92 | 83 | 85 | 89 | 74 | | Condition at stop | 81 | 83 | 79 | 83 | 89 | 83 | 84 | 89 | 72 | | Information at stop | 76 | 78 | 70 | 82 | 78 | 78 | 79 | 89 | 66 | | Facilities at stop | 76 | 77 | 73 | 77 | 83 | 80 | 68 | 85 | 71 | | Exterior cleanliness | 86 | 89 | 84 | 92 | 83 | 91 | 88 | 94 | 83 | | Exterior condition | 87 | 89 | 84 | 93 | 85 | 91 | 89 | 92 | 86 | | Exterior information | 87 | 87 | 84 | 91 | 87 | 87 | 85 | 92 | 85 | | Interior cleanliness | 82 | 85 | 85 | 86 | 85 | 85 | 82 | 88 | 80 | | Interior condition | 85 | 87 | 85 | 92 | 89 | 86 | 83 | 92 | 84 | | Comfort | 84 | 87 | 84 | 88 | 89 | 88 | 85 | 89 | 86 | | Interior information | 83 | 85 | 83 | 90 | 92 | 85 | 83 | 91 | 76 | | Time waited | 82 | 82 | 80 | 75 | 88 | 84 | 75 | 90 | 83 | | Ease of getting on | 90 | 92 | 84 | 92 | 89 | 94 | 97 | 91 | 90 | | Driver behaviour | 90 | 92 | 85 | 97 | 95 | 98 | 90 | 92 | 93 | | On-bus safety | 91 | 92 | 85 | 93 | 95 | 96 | 91 | 92 | 93 | | Journey time | 89 | 90 | 84 | 96 | 96 | 92 | 89 | 93 | 90 | | Smoothness of ride | 83 | 86 | 78 | 83 | 92 | 88 | 85 | 93 | 86 | | Ability to get a seat | 92 | 92 | 86 | 96 | 98 | 94 | 91 | 92 | 93 | | Reliability | 69 | 71 | 72 | 64 | 73 | 71 | 66 | 82 | 65 | | Value | 83 | 88 | 81 | 96 | 93 | 89 | 86 | 91 | 86 | Table 10: Satisfaction Scores by Interviewer (continued)

| No. of interviews | North East | |-------------------|------------| | | Total | Region Total | 24106 | 24546 | 31026 | 31056 | 31170 | 31259 | 37734 | | Overall Satisfaction | 83 | 83 | 87 | 86 | 84 | 86 | 75 | 70 | 88 | | Safety at stop | 81 | 80 | 76 | 89 | 82 | 77 | 75 | 75 | 84 | | Litter at stop | 79 | 78 | 73 | 86 | 78 | 76 | 74 | 76 | 80 | | Cleanliness at stop | 81 | 79 | 73 | 84 | 80 | 78 | 72 | 82 | 79 | | Condition at stop | 81 | 79 | 76 | 79 | 84 | 77 | 68 | 79 | 85 | | Information at stop | 76 | 78 | 84 | 71 | 81 | 86 | 58 | 74 | 87 | | Facilities at stop | 76 | 74 | 79 | 79 | 67 | 76 | 54 | 67 | 85 | | Exterior cleanliness | 86 | 86 | 91 | 85 | 88 | 81 | 80 | 86 | 90 | | Exterior condition | 87 | 86 | 92 | 89 | 85 | 80 | 80 | 86 | 91 | | Exterior information | 87 | 86 | 94 | 85 | 89 | 79 | 79 | 85 | 93 | | Interior cleanliness | 82 | 82 | 86 | 82 | 84 | 78 | 79 | 79 | 84 | | Interior condition | 85 | 85 | 90 | 87 | 86 | 82 | 83 | 80 | 90 | | Comfort | 84 | 85 | 89 | 83 | 87 | 85 | 74 | 82 | 89 | | Interior information | 83 | 83 | 91 | 80 | 88 | 80 | 75 | 81 | 88 | | Time waited | 82 | 83 | 86 | 82 | 84 | 83 | 76 | 80 | 91 | | Ease of getting on | 90 | 91 | 93 | 95 | 90 | 86 | 88 | 90 | 93 | | Driver behaviour | 90 | 90 | 93 | 91 | 89 | 88 | 85 | 90 | 94 | | On-bus safety | 91 | 91 | 93 | 94 | 92 | 88 | 91 | 89 | 90 | | Journey time | 89 | 90 | 94 | 91 | 91 | 86 | 87 | 85 | 96 | | Smoothness of ride | 83 | 84 | 88 | 84 | 84 | 81 | 75 | 82 | 89 | | Ability to get a seat | 92 | 92 | 94 | 94 | 92 | 91 | 91 | 89 | 94 | | Reliability | 69 | 70 | 71 | 61 | 69 | 69 | 57 | 73 | 86 | | Value | 83 | 86 | 88 | 81 | 90 | 86 | 77 | 86 | 91 | Table 10: Satisfaction Scores by Interviewer (continued)

| Region | Total | 9038 | 21041 | 21057 | 21096 | 21097 | 21121 | 21671 | 21727 | 21982 | 23002 | 23647 | 24429 | 32300 | 32324 | 32327 | 32367 | 39698 | |--------|-------|------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------| | No. of interviews | 3087 | 661 | 30 | 94 | 59 | 54 | 33 | 48 | 32 | 5 | 20 | 37 | 20 | 15 | 54 | 37 | 23 | 40 | 60 | | Overall Satisfaction | 83 | 84 | 81 | 86 | 89 | 83 | 79 | 82 | 82 | 92 | 88 | 78 | 88 | 83 | 84 | 78 | 83 | 86 | 86 | | Safety at stop | 81 | 83 | 77 | 88 | 88 | 92 | 77 | 79 | 76 | 96 | 90 | 85 | 96 | 91 | 68 | 74 | 77 | 82 | 82 | | Litter at stop | 79 | 80 | 76 | 88 | 90 | 81 | 74 | 72 | 79 | 94 | 88 | 75 | 96 | 67 | 77 | 72 | 70 | 77 | 82 | | Cleanliness at stop | 81 | 83 | 79 | 86 | 97 | 86 | 76 | 76 | 78 | 88 | 89 | 81 | 97 | 66 | 77 | 74 | 75 | 81 | 86 | | Condition at stop | 81 | 83 | 75 | 89 | 96 | 89 | 68 | 76 | 81 | 94 | 89 | 79 | 100 | 71 | 84 | 74 | 68 | 79 | 84 | | Information at stop | 76 | 79 | 65 | 83 | 86 | 89 | 75 | 78 | 73 | 90 | 89 | 80 | 89 | 42 | 76 | 73 | 72 | 78 | 83 | | Facilities at stop | 76 | 80 | 70 | 83 | 90 | 79 | 75 | 81 | 81 | 90 | 89 | 74 | 94 | 70 | 76 | 73 | 70 | 76 | 80 | | Exterior cleanliness | 86 | 88 | 84 | 95 | 98 | 77 | 87 | 86 | 86 | 94 | 88 | 88 | 99 | 87 | 79 | 78 | 82 | 87 | 91 | | Exterior condition | 87 | 90 | 93 | 95 | 100 | 86 | 86 | 86 | 86 | 96 | 89 | 90 | 99 | 87 | 85 | 77 | 82 | 91 | 91 | | Exterior information | 87 | 91 | 92 | 97 | 100 | 90 | 85 | 84 | 89 | 98 | 92 | 91 | 99 | 83 | 93 | 80 | 80 | 90 | 92 | | Interior cleanliness | 82 | 82 | 84 | 90 | 97 | 74 | 79 | 72 | 76 | 96 | 89 | 83 | 92 | 88 | 64 | 82 | 73 | 76 | 88 | | Interior condition | 85 | 88 | 86 | 95 | 99 | 87 | 86 | 82 | 85 | 96 | 89 | 85 | 95 | 87 | 81 | 80 | 78 | 85 | 90 | | Comfort | 84 | 86 | 84 | 93 | 98 | 89 | 85 | 81 | 81 | 96 | 90 | 82 | 97 | 84 | 75 | 79 | 76 | 85 | 88 | | Interior information | 83 | 85 | 81 | 93 | 100 | 78 | 88 | 83 | 81 | 100 | 86 | 79 | 99 | 86 | 83 | 75 | 72 | 79 | 87 | | Time waited | 82 | 85 | 82 | 91 | 97 | 86 | 75 | 78 | 74 | 93 | 94 | 78 | 94 | 83 | 77 | 75 | 81 | 86 | 90 | | Ease of getting on | 90 | 92 | 90 | 96 | 100 | 93 | 89 | 90 | 92 | 100 | 92 | 85 | 100 | 89 | 95 | 83 | 85 | 90 | 95 | | Driver behaviour | 90 | 91 | 88 | 97 | 97 | 93 | 92 | 86 | 88 | 96 | 96 | 93 | 100 | 85 | 85 | 86 | 85 | 90 | 90 | | On-bus safety | 91 | 92 | 86 | 96 | 98 | 96 | 94 | 87 | 87 | 98 | 94 | 96 | 99 | 89 | 89 | 83 | 89 | 93 | 92 | | Journey time | 89 | 91 | 84 | 97 | 97 | 91 | 91 | 86 | 88 | 92 | 96 | 85 | 98 | 90 | 89 | 83 | 88 | 89 | 96 | | Smoothness of ride | 83 | 85 | 77 | 92 | 97 | 80 | 83 | 83 | 87 | 84 | 89 | 75 | 97 | 85 | 79 | 82 | 77 | 82 | 85 | | Ability to get a seat | 92 | 94 | 98 | 95 | 98 | 93 | 93 | 85 | 87 | 100 | 94 | 98 | 100 | 89 | 96 | 84 | 93 | 93 | 98 | | Reliability | 69 | 70 | 71 | 78 | 80 | 69 | 66 | 62 | 53 | 75 | 87 | 69 | 89 | 76 | 63 | 64 | 70 | 71 | 67 | | Value | 83 | 83 | 81 | 94 | 81 | 77 | 78 | 85 | 85 | 90 | 91 | 64 | 78 | 87 | 75 | 68 | 90 | 89 | 84 | Table 10: Satisfaction Scores by Interviewer (continued)

| Region | Total | 14465 | 25004 | 27081 | 27127 | 28818 | 37539 | 38289 | 39222 | 39595 | 72124 | 72161 | 72781 | 75528 | 75560 | 82360 | |--------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------| | No. of interviews | 3087 | 447 | 49 | 20 | 31 | 22 | 20 | 31 | 45 | 46 | 15 | 18 | 20 | 26 | 28 | 6 | 31 | | Overall Satisfaction | 83 | 82 | 87 | 88 | 76 | 86 | 72 | 69 | 82 | 80 | 83 | 89 | 88 | 85 | 79 | 88 | 72 | 83 | | Safety at stop | 81 | 81 | 93 | 84 | 85 | 83 | 86 | 77 | 50 | 74 | 78 | 83 | 91 | 85 | 78 | 94 | 77 | 93 | | Litter at stop | 79 | 78 | 89 | 72 | 81 | 84 | 82 | 73 | 49 | 67 | 82 | 87 | 88 | 73 | 74 | 87 | 87 | 89 | | Cleanliness at stop | 81 | 82 | 94 | 72 | 83 | 93 | 86 | 81 | 47 | 75 | 88 | 90 | 87 | 83 | 77 | 92 | 87 | 87 | | Condition at stop | 81 | 81 | 93 | 79 | 82 | 92 | 78 | 79 | 46 | 70 | 88 | 89 | 89 | 82 | 81 | 96 | 87 | 86 | | Information at stop | 76 | 77 | 87 | 81 | 80 | 86 | 66 | 77 | 48 | 65 | 81 | 78 | 90 | 76 | 80 | 93 | 75 | 81 | | Facilities at stop | 76 | 74 | 91 | 77 | 75 | 78 | 50 | 72 | 49 | 65 | 80 | 76 | 78 | 71 | 73 | 86 | 83 | 83 | | Exterior cleanliness | 86 | 87 | 96 | 90 | 87 | 92 | 75 | 77 | 78 | 88 | 90 | 90 | 93 | 90 | 81 | 97 | 80 | 82 | | Exterior condition | 87 | 87 | 96 | 93 | 85 | 91 | 69 | 77 | 78 | 88 | 90 | 93 | 88 | 87 | 85 | 98 | 88 | 84 | | Exterior information | 87 | 86 | 96 | 92 | 85 | 91 | 71 | 83 | 77 | 85 | 91 | 85 | 85 | 86 | 93 | 87 | 83 | | Interior cleanliness | 82 | 84 | 89 | 83 | 82 | 93 | 73 | 76 | 78 | 82 | 88 | 91 | 86 | 84 | 80 | 94 | 84 | 83 | | Interior condition | 85 | 86 | 93 | 85 | 83 | 90 | 76 | 80 | 78 | 83 | 88 | 94 | 85 | 86 | 80 | 95 | 88 | 86 | | Comfort | 84 | 82 | 90 | 81 | 76 | 90 | 71 | 79 | 75 | 82 | 81 | 82 | 86 | 81 | 92 | 75 | 83 | | Interior information | 83 | 82 | 94 | 79 | 78 | 87 | 74 | 70 | 78 | 79 | 85 | 89 | 83 | 86 | 81 | 97 | 70 | 85 | | Time waited | 82 | 82 | 92 | 83 | 82 | 87 | 72 | 70 | 75 | 76 | 84 | 91 | 89 | 76 | 77 | 94 | 70 | 86 | | Ease of getting on | 90 | 90 | 96 | 89 | 83 | 94 | 89 | 88 | 83 | 88 | 87 | 95 | 94 | 90 | 84 | 96 | 92 | 92 | | Driver behaviour | 90 | 90 | 98 | 93 | 82 | 92 | 83 | 80 | 87 | 89 | 92 | 96 | 97 | 94 | 83 | 98 | 88 | 89 | | On-bus safety | 91 | 90 | 96 | 93 | 85 | 96 | 85 | 87 | 80 | 89 | 89 | 94 | 97 | 92 | 87 | 99 | 88 | 95 | | Journey time | 89 | 89 | 96 | 89 | 84 | 93 | 93 | 83 | 83 | 85 | 91 | 98 | 91 | 86 | 85 | 96 | 70 | 95 | | Smoothness of ride | 83 | 82 | 88 | 84 | 73 | 87 | 72 | 73 | 78 | 78 | 80 | 89 | 92 | 79 | 77 | 94 | 73 | 89 | | Ability to get a seat | 92 | 91 | 99 | 95 | 82 | 92 | 97 | 88 | 81 | 88 | 91 | 88 | 96 | 89 | 88 | 97 | 92 | 94 | | Reliability | 69 | 72 | 68 | 73 | 77 | 78 | 64 | 55 | 68 | 73 | 75 | 85 | 81 | 72 | 63 | 90 | 62 | 68 | | Value | 83 | 81 | 83 | 94 | 74 | 89 | 75 | 76 | 74 | 85 | 82 | 95 | 88 | 80 | 70 | 86 | 70 | 69 | Table 10: Satisfaction Scores by Interviewer (continued)

| No. of interviews | South West | |-------------------|------------| | | Total | Region Total | 15005 | 29126 | 38938 | 39600 | 74044 | 75487 | 75544 | 75554 | | Overall Satisfaction | 83 | 86 | 83 | 90 | 80 | 92 | 90 | 86 | 84 | 83 | | Safety at stop | 81 | 86 | 81 | 88 | 88 | 99 | 86 | 89 | 87 | 79 | | Litter at stop | 79 | 82 | 78 | 87 | 71 | 89 | 84 | 88 | 83 | 77 | | Cleanliness at stop | 81 | 83 | 78 | 85 | 75 | 96 | 83 | 88 | 87 | 77 | | Condition at stop | 81 | 85 | 85 | 84 | 81 | 97 | 83 | 86 | 87 | 80 | | Information at stop | 76 | 80 | 74 | 79 | 74 | 100 | 80 | 82 | 80 | 78 | | Facilities at stop | 76 | 78 | 73 | 79 | 72 | 91 | 76 | 84 | 78 | 78 | | Exterior cleanliness | 86 | 88 | 88 | 89 | 87 | 84 | 88 | 87 | 93 | 84 | | Exterior condition | 87 | 88 | 89 | 89 | 85 | 99 | 84 | 88 | 92 | 85 | | Exterior information | 87 | 88 | 90 | 84 | 90 | 100 | 95 | 82 | 89 | 85 | | Interior cleanliness | 82 | 86 | 82 | 86 | 86 | 83 | 90 | 91 | 83 | 83 | | Interior condition | 85 | 88 | 86 | 87 | 88 | 92 | 91 | 88 | 87 | 86 | | Comfort | 84 | 86 | 85 | 86 | 87 | 92 | 87 | 92 | 82 | 79 | | Interior information | 83 | 84 | 85 | 83 | 90 | 89 | 87 | 81 | 87 | 80 | | Time waited | 82 | 83 | 86 | 82 | 89 | 88 | 82 | 87 | 82 | 76 | | Ease of getting on | 90 | 92 | 88 | 91 | 91 | 99 | 94 | 93 | 94 | 88 | | Driver behaviour | 90 | 92 | 90 | 94 | 95 | 96 | 93 | 93 | 92 | 87 | | On-bus safety | 91 | 92 | 93 | 93 | 85 | 100 | 93 | 93 | 92 | 86 | | Journey time | 89 | 88 | 88 | 91 | 85 | 84 | 91 | 88 | 89 | 82 | | Smoothness of ride | 83 | 83 | 81 | 85 | 75 | 89 | 79 | 92 | 85 | 79 | | Ability to get a seat | 92 | 94 | 92 | 95 | 95 | 100 | 97 | 92 | 96 | 87 | | Reliability | 69 | 73 | 70 | 71 | 79 | 71 | 77 | 79 | 68 | 69 | | Value | 83 | 83 | 68 | 92 | 90 | 89 | 92 | 78 | 73 | 81 | Table 10: Satisfaction Scores by Interviewer (continued)

| Region | Total | 18909 | 20056 | 20585 | 20989 | 29069 | 29139 | 29178 | 29275 | 29322 | 29371 | 31229 | 31240 | 31269 | 38026 | 38064 | |--------------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------| | **No. of interviews** | 3087 | 494 | 27 | 47 | 36 | 40 | 23 | 33 | 28 | 14 | 46 | 22 | 39 | 20 | 56 | 26 | 5 | 32 | | **Overall Satisfaction** | 83 | 79 | 88 | 82 | 83 | 81 | 89 | 77 | 80 | 80 | 77 | 80 | 75 | 75 | 72 | 66 | 88 | 87 | | **Safety at stop** | 81 | 76 | 82 | 85 | 81 | 81 | 78 | 72 | 76 | 81 | 63 | 62 | 79 | 79 | 72 | 74 | 86 | 79 | | **Litter at stop** | 79 | 74 | 80 | 78 | 75 | 82 | 77 | 78 | 73 | 67 | 70 | 55 | 79 | 72 | 71 | 64 | 74 | 77 | | **Cleanliness at stop** | 81 | 76 | 82 | 83 | 78 | 83 | 80 | 77 | 72 | 74 | 70 | 73 | 79 | 68 | 74 | 62 | 84 | 80 | | **Condition at stop** | 81 | 79 | 83 | 85 | 83 | 79 | 86 | 83 | 78 | 63 | 76 | 76 | 79 | 64 | 77 | 77 | 100 | 81 | | **Information at stop** | 76 | 72 | 74 | 63 | 76 | 79 | 82 | 74 | 79 | 72 | 73 | 70 | 79 | 60 | 72 | 72 | 68 | 59 | | **Facilities at stop** | 76 | 74 | 73 | 79 | 83 | 78 | 81 | 76 | 77 | 67 | 73 | 63 | 79 | 57 | 70 | 70 | 60 | 68 | | **Exterior cleanliness** | 86 | 82 | 91 | 81 | 83 | 83 | 85 | 84 | 79 | 85 | 80 | 79 | 78 | 90 | 79 | 77 | 96 | 84 | | **Exterior condition** | 87 | 83 | 91 | 84 | 87 | 84 | 88 | 84 | 80 | 88 | 83 | 84 | 79 | 89 | 78 | 80 | 96 | 80 | | **Exterior information** | 87 | 82 | 90 | 83 | 85 | 86 | 88 | 88 | 81 | 76 | 80 | 76 | 80 | 86 | 78 | 70 | 96 | 82 | | **Interior cleanliness** | 82 | 77 | 88 | 77 | 77 | 74 | 86 | 78 | 76 | 78 | 69 | 73 | 75 | 86 | 73 | 73 | 96 | 82 | | **Interior condition** | 85 | 81 | 91 | 83 | 84 | 77 | 88 | 82 | 78 | 82 | 78 | 75 | 78 | 89 | 77 | 80 | 96 | 86 | | **Comfort** | 84 | 80 | 88 | 82 | 86 | 77 | 87 | 82 | 77 | 75 | 75 | 79 | 80 | 79 | 75 | 74 | 96 | 83 | | **Interior information** | 83 | 80 | 89 | 83 | 80 | 83 | 86 | 78 | 79 | 82 | 78 | 80 | 80 | 85 | 78 | 64 | 96 | 78 | | **Time waited** | 82 | 79 | 86 | 73 | 84 | 81 | 89 | 76 | 83 | 74 | 73 | 78 | 77 | 81 | 79 | 64 | 92 | 83 | | **Ease of getting on** | 90 | 87 | 89 | 91 | 92 | 86 | 91 | 88 | 83 | 88 | 86 | 85 | 83 | 90 | 83 | 81 | 100 | 89 | | **Driver behaviour** | 90 | 88 | 90 | 89 | 91 | 84 | 95 | 88 | 84 | 92 | 82 | 90 | 78 | 93 | 91 | 87 | 100 | 94 | | **On-bus safety** | 91 | 87 | 93 | 92 | 89 | 85 | 94 | 87 | 88 | 91 | 79 | 85 | 80 | 93 | 85 | 88 | 98 | 94 | | **Journey time** | 89 | 86 | 94 | 88 | 86 | 84 | 93 | 86 | 86 | 85 | 84 | 84 | 82 | 89 | 84 | 73 | 98 | 88 | | **Smoothness of ride** | 83 | 80 | 87 | 84 | 81 | 84 | 87 | 82 | 80 | 76 | 72 | 81 | 77 | 71 | 79 | 74 | 96 | 85 | | **Ability to get a seat** | 92 | 89 | 95 | 92 | 92 | 87 | 89 | 91 | 86 | 92 | 86 | 92 | 81 | 90 | 88 | 82 | 100 | 93 | | **Reliability** | 69 | 63 | 73 | 56 | 59 | 70 | 82 | 58 | 68 | 58 | 41 | 53 | 62 | 67 | 65 | 58 | 66 | 79 | | **Value** | 83 | 80 | 90 | 84 | 85 | 85 | 77 | 72 | 83 | 65 | 73 | 82 | 73 | 78 | 77 | 86 | 88 | Table 10: Satisfaction Scores by Interviewer (continued)

| No. of interviews | Total | Region Total | 9668 | 20021 | 20056 | 20989 | 21121 | 24558 | 31137 | 31192 | 31225 | 31263 | 31278 | 74589 | 78125 | |-------------------|-------|--------------|------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------|-------| | Overall Satisfaction | 83 | 82 | 85 | 82 | 76 | 75 | 84 | 80 | 84 | 82 | 84 | 82 | 84 | 82 | 81 | | Safety at stop | 81 | 81 | 75 | 80 | 66 | 78 | 82 | 83 | 88 | 75 | 77 | 87 | 85 | 73 | 81 | | Litter at stop | 79 | 80 | 68 | 78 | 72 | 80 | 86 | 82 | 90 | 79 | 74 | 89 | 76 | 80 | 80 | | Cleanliness at stop| 81 | 82 | 70 | 81 | 70 | 81 | 73 | 92 | 94 | 81 | 74 | 89 | 84 | 77 | 80 | | Condition at stop | 81 | 83 | 75 | 80 | 78 | 82 | 85 | 87 | 95 | 82 | 77 | 89 | 81 | 77 | 80 | | Information at stop| 76 | 76 | 71 | 79 | 32 | 81 | 86 | 80 | 84 | 75 | 82 | 72 | 68 | 73 | | | Facilities at stop | 76 | 75 | 64 | 75 | 74 | 76 | 78 | 75 | 82 | 73 | 77 | 83 | 76 | 64 | 73 | | Exterior cleanliness| 86 | 85 | 81 | 80 | 75 | 86 | 88 | 76 | 90 | 90 | 82 | 96 | 90 | 81 | 74 | | Exterior condition | 87 | 86 | 81 | 85 | 86 | 87 | 88 | 84 | 93 | 92 | 81 | 95 | 88 | 81 | 74 | | Exterior information| 87 | 86 | 80 | 86 | 73 | 86 | 83 | 89 | 97 | 86 | 83 | 92 | 87 | 82 | 78 | | Interior cleanliness| 82 | 82 | 80 | 84 | 80 | 68 | 82 | 78 | 88 | 80 | 74 | 90 | 82 | 84 | 80 | | Interior condition | 85 | 85 | 83 | 82 | 88 | 80 | 87 | 85 | 92 | 84 | 80 | 93 | 91 | 83 | 74 | | Comfort | 84 | 84 | 82 | 84 | 84 | 78 | 88 | 83 | 87 | 87 | 79 | 91 | 88 | 80 | 78 | | Interior information| 83 | 82 | 77 | 84 | 82 | 85 | 84 | 89 | 89 | 86 | 80 | 88 | 77 | 81 | 69 | | Time waited | 82 | 83 | 81 | 78 | 84 | 78 | 83 | 83 | 91 | 84 | 83 | 89 | 85 | 76 | 75 | | Ease of getting on | 90 | 91 | 89 | 89 | 92 | 83 | 84 | 91 | 97 | 89 | 89 | 94 | 93 | 85 | 91 | | Driver behaviour | 90 | 90 | 86 | 90 | 88 | 88 | 94 | 90 | 91 | 93 | 86 | 93 | 92 | 85 | 89 | | On-bus safety | 91 | 91 | 87 | 90 | 86 | 82 | 90 | 90 | 96 | 94 | 86 | 93 | 94 | 89 | 91 | | Journey time | 89 | 88 | 89 | 87 | 92 | 83 | 90 | 88 | 97 | 89 | 85 | 89 | 89 | 91 | 83 | | Smoothness of ride | 83 | 82 | 78 | 84 | 84 | 88 | 88 | 78 | 91 | 86 | 76 | 84 | 82 | 84 | 75 | | Ability to get a seat| 92 | 92 | 92 | 90 | 92 | 95 | 91 | 89 | 100 | 93 | 92 | 93 | 97 | 87 | 81 | | Reliability | 69 | 68 | 66 | 69 | 64 | 73 | 73 | 53 | 73 | 65 | 69 | 78 | 67 | 69 | 67 | | Value | 83 | 85 | 88 | 92 | 87 | 82 | 86 | 84 | 84 | 81 | 89 | 85 | 86 | 84 | | 7 Spot Checks and Back-Checking

This report covers the spot-checking and back-checking (validation) for Quarter 4 of 2010.

7.1 Spot Checks

- It is made clear to interviewers that they may be spot-checked at any time. A supervisor, deputy or senior interviewer will visit a shift unannounced, and spend some time observing the shift anonymously.

- Interviewers are assessed on the following criteria - appearance, recruitment in terms of all respondents having alighted from a bus, recruitment in terms of demographic bias, use of showcards, and overall control of the interview. If it is possible without compromising the spot-checkers anonymity the interviewers clarity of speech and script adherence are also assessed.

- Where possible observations remain anonymous

- Results are passed on to Area Managers and any errors or any element of a spot-check that was rated poorly is discussed with the interviewer.

- The standard requirement is that 10% of shifts are spot-checked.

- In Quarter 4, 21 shifts (10% of total) were spot-checked.

- Two interviewers were found not to be using the showcards provided. The area managers concerned will discuss the issue with the interviewers and reinforce the need for correct administration of all interviews.

- On one shift the spot-checker could not locate the interviewer.

- However the interviewer concerned subsequently had interviews confirmed by the validation department.

- No other quality control issues were raised.

- In addition to GfK spot-checks, six unannounced observations of shifts were made by representatives of Passenger Focus. In three visits the interviewers were assessed to be satisfactory, and no issues were raised.

In one case the interviewer was not located. However the Passenger Focus representative could only be present for a brief period during the middle of the shift, and on investigation it was found this coincided with the interviewer taking their break, and no interviews had been claimed to have been conducted during this time.

On another shift an interviewer was heard to initially tell a passenger that the interview was being carried out on behalf of the Department for Transport rather than Passenger Focus. This has been pointed out to the interviewer by the Area Manager, and the necessity of following the script and interviewer instructions was strongly emphasized. The interviewer was also instructed to be more pro-active and methodical in ensuring they approach a random selection of passengers as they alight.

In another shift the Passenger Focus representative felt that the interviewer could have been dressed in a more professional manner. Due to the poor weather some additional leeway from the usual dress-code was allowed, but the interviewer was told to try and dress more smartly for future waves.

The Table overleaf shows a summary of the results of the spot-checks carried out by the GfK Field Department in Quarter 4. | Interviewer present | Yes | No | MRS ID Card carried | Yes | No | not known | |---------------------|-----|----|---------------------|-----|----|-----------| | GfK Survey Badge worn | Yes | No | not known | Yes | No | not known | | Appearance of interviewer | Excellent | Good | Fair | Poor | Very poor | N/A | | Recruitment of Respondents (all alighting from bus) | 3 | 17 | | Recruitment of Respondents (no demographic bias) | 4 | 16 | | Use of showcards | 2 | 12 | 2 | 2 | 2 | | Clarity of speech\* | 2 | 8 | 10 | | Script adherence\* | 3 | 6 | 11 | | Overall control of interview | 3 | 16 | 1 | | Other Observations | |

- Where possible without compromising anonymity

Reason for scoring Poor/Very Poor

Action taken

1 x showcards not used in a couple of interviews - too windy 1 x showcards not used during observed interviews Spot checker told interviewer that showcards must be used at all times Area manager will instruct interviewer to use showcards at all times 7.2 Back-Checking

The procedure is that 10% of interviews are selected per Quarter for telephone back-checking. This ensures that interviews are being conducted at the right time and in the right place. It is also good practice for interviewers to know that respondents are being telephone back-checked. During Quarter 4 twenty-seven of the eighty-five interviewers who worked on the project had interviews validated.

Back-checkers ask for:

- time and day when interview took place (this is checked against shift schedules)
- whether screening questions were asked
- demographic profile details.

The table below shows the outcome of the Q4 telephone back checks.

**Table 11: Bus Passenger Validation Report Quarter 4**

- 27 (32%) interviewers validated
- 31 (16%) shifts validated
- 533 (17%) interviews sampled for validation, of which
  - 24% no telephone numbers provided
  - 2% Dead telephone line when called.
  - 4% incorrect numbers given/recorded
  - 12% no reply after 5 calls
- 312 interviews validated (10%), of which:
  - (6%) did not recall/not asked screening questions
  - (3%) Age incorrectly recorded • 533 interviews were selected to be back-checked; they were taken from 31 shifts, and twenty-seven of the eighty-five interviewers who worked on the project this quarter had interviews validated.

• 312 interviews were validated.

• The discrepancies on age were passed to Area Managers who will bring them to the attention of the interviewers concerned. 9 Questionnaire Changes

- There were no changes to the questionnaire this quarter.